Mobile-first approach with in-app experiences, multimedia sharing capabilities, virtual agents, and seamless channel switching. Insurance-specific features include secure document upload for claims, biometric authentication, and geolocation for roadside assistance.
Integrated phone, email, chat, and social media systems that route customer inquiries to appropriate service representatives and track resolution status.
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Channel Integration Support for handling all major customer communication channels within a unified interface. |
UJET advertises truly omnichannel CX with seamless transitions between voice, chat, SMS and in-app messaging, therefore it clearly supports handling all major channels in one interface. | |
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Simultaneous Multichannel Sessions Ability for agents to manage multiple channels concurrently. |
Agent desktop allows them to juggle voice, chat/SMS and in-app sessions at the same time – a core UJET differentiator. | |
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Unified Customer View Complete interaction history and profile shown regardless of channel. |
CRM integrations (Salesforce, Kustomer, Zendesk) surface the full interaction history next to every live contact. | |
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Social Media Monitoring Tracks and responds to customer inquiries from platforms like Twitter, Facebook, Instagram. |
No information available | |
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Automated Channel Routing Automatically routes customer inquiries to the best-suited agent based on channel and context. |
Flow-builder automatically routes by channel, queue load and context. | |
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Channel Capacity Maximum number of concurrent sessions handled per channel. |
No information available | |
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Email Parsing Automatically extracts and categorizes content from inbound emails. |
No information available | |
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SMS Integration Enables two-way interaction via SMS. |
Two-way SMS is listed as a supported engagement option. | |
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Channel Switch Continuity Maintains context when a customer moves from one channel to another. |
Marketing copy stresses 'channel continuity' – customers move from chat to voice without losing context. | |
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Mobile App Support Supports customer contacts through mobile apps. |
Mobile-first SDK lets insurers embed support directly in their apps. | |
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Self-Service Portals Empowers customers to find solutions independently across channels. |
No information available |
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Skill-based Routing Directs calls and messages to agents with the relevant expertise. |
Skills-based and AI intent routing called out in product documentation. | |
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Automated Ticket Assignment Automatically assigns cases based on classification and workload. |
Tickets/cases auto-assigned to agents or queues via configurable rules. | |
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Priority Queuing Routes urgent requests ahead of routine inquiries. |
Priority and VIP queue options available in admin portal. | |
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Callback Scheduling Enables customers to choose a callback time instead of waiting in queue. |
Callback request instead of hold is a standard UJET voice feature. | |
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Workflow Customization Configurable workflows for escalations, follow-ups, and approvals. |
Drag-and-drop workflow builder enables custom flows and escalations. | |
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Average Assignment Speed Time taken to assign a new inquiry to an agent. |
No information available | |
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Rules-based Escalation Automatically escalates unresolved tickets based on pre-set parameters. |
Rules can automatically escalate unresolved or high-priority interactions. | |
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Load Balancing Distributes inquiries evenly among available agents. |
Platform balances load across agents in real time. | |
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Automation Limits Maximum number of concurrent workflow automations. |
No information available |
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Case Tracking Monitors status and progress of each customer interaction from initiation to closure. |
Each interaction is tracked from creation to resolution in the case view. | |
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SLA Management Tracks compliance to service level agreements for response and resolution times. |
SLA timers and dashboards are included for response & resolution compliance. | |
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Automated Case Updates Sends status updates to customers and agents automatically. |
Status updates can be automatically pushed to customers through SMS or in-app notifications. | |
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Historical Case Access Enables retrieval of closed and archived cases for future reference. |
Closed cases remain accessible for audit and QA. | |
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Custom Tagging Allows cases to be tagged for filtering and reporting purposes. |
No information available | |
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Resolution Time Average Typical time taken to resolve cases. |
No information available | |
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Case Merge/Split Functionality Can combine duplicate cases or split mult-issue cases. |
No information available | |
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Agent Notes & Attachments Agents can append notes and documents to a case file. |
Agents can attach photos, documents and notes – critical for claims images in insurance. | |
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Audit Trail Records all actions and changes made to a case. |
System logs every change/action for compliance (SOC 2). |
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Integrated Knowledge Base Centralized, searchable repository of company knowledge and FAQs. |
No information available | |
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AI-powered Suggestions Recommends relevant articles or templates during interactions. |
Integration with Google CCAI and internal ML provides article & response suggestions. | |
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Document Upload & Versioning Agents can add new documents and update versions with approval process. |
No information available | |
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Contextual Help Prompts Offers relevant information or reminders based on interaction context. |
No information available | |
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Number of Knowledge Articles Capacity of the knowledge repository. |
No information available | |
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Multilingual Support Knowledge base content available in multiple languages. |
UI and end-user messaging support multiple languages; mobile SDK localises automatically. | |
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Content Approval Workflow Enforces peer or management approval before publication. |
No information available | |
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Knowledge Usage Metrics Tracks usage rates of knowledge articles. |
No information available |
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Open API Access Provides documented APIs for integration with third-party systems. |
Public REST APIs and WebSockets are fully documented. | |
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Prebuilt CRM Integrations Out-of-the-box connectors for major CRMs (e.g. Salesforce, Microsoft Dynamics). |
Out-of-the-box connectors for Salesforce, Zendesk, Kustomer and Microsoft Dynamics. | |
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Insurance Core System Integration Supports integration with policy admin, claims management, and underwriting systems. |
No information available | |
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Webhook Support Enables event-driven push notifications to external systems. |
Event webhooks (interaction created, state change, etc.) available in developer docs. | |
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Scripting and Custom Modules Custom logic or integrations can be added by developers. |
Node.js SDK & custom modules supported for bespoke logic. | |
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API Call Throughput Maximum number of external API calls supported per minute. |
No information available | |
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Data Import/Export Bulk import/export of contacts, history, or workflows. |
CSV bulk import/export utilities documented. |
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Real-Time Dashboards Live updating view of call/chat volumes, response time, SLAs, and more. |
Real-time KPI wallboards form part of the supervisor console. | |
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Historical Analytics Aggregated performance and trend analysis over custom periods. |
Historical reporting with custom ranges in Analytics module. | |
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Custom Report Builder Allows users to create tailored reports from raw data. |
Drag-and-drop custom report builder is included. | |
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Scheduled Report Delivery Automatically sends reports on a set schedule. |
No information available | |
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KPIs Monitored Number of key metrics tracked out of the box. |
No information available | |
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Data Export Formats Supports export to CSV, Excel, PDF, etc. |
Exports available as CSV, XLSX and PDF. | |
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Drill-down Analysis Allows detailed exploration of dataset by customer or agent. |
Interactive dashboards allow click-through to individual agent/customer records. |
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Post-Interaction Surveys Automatically solicit feedback after case completion. |
Post-call SMS surveys are natively supported. | |
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Net Promoter Score (NPS) Calculates and reports customer loyalty/likelihood to recommend. |
No information available | |
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CSAT Tracking Measures customer satisfaction over time. |
CSAT trends visible in analytics module. | |
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Feedback Management Central repository for storing feedback and complaints. |
Feedback and complaints are logged as cases within the platform. | |
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Sentiment Analysis Automated analysis of customer sentiment based on text/speech. |
Google CCAI sentiment analysis integration highlighted in sales collateral. | |
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Survey Response Rate Tracks percentage of customers who complete feedback surveys. |
No information available | |
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Feedback Resolution Workflow Automated escalation and follow-up on negative feedback. |
No information available |
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Live Supervisor Monitoring Supervisors can monitor agent interactions in real time. |
Supervisors can watch calls/chats live via monitor function. | |
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Call/Chat Whisper and Barge-In Supervisors can coach (whisper) or join conversations (barge-in). |
Whisper and barge-in are supported for both voice and digital interactions. | |
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Agent Scorecards Automated metrics/result dashboards per agent. |
Agent scorecards display personal KPIs, available in supervisor view. | |
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Gamification Features Leaderboards, badges, and incentives to motivate staff. |
No information available | |
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Agent Schedule Adherence Monitors if agents adhere to planned shifts. |
No information available | |
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Quality Assurance Review Volume Number of interactions that can be reviewed per week/month. |
No information available | |
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Performance Warnings & Alerts Automatic notifications for underperformance or SLA breaches. |
System can auto-alert supervisors on SLA breaches or agent under-performance. |
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Data Encryption (At Rest & In Transit) Protects data integrity and confidentiality. |
Platform uses TLS 1.2 in transit and AES-256 at rest – cited in security whitepaper. | |
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Role-based Access Control Granular control over agent and supervisor permissions. |
Admin console supports granular RBAC roles for agents, supervisors, QA, etc. | |
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GDPR/CCPA Compliance Helps meet European and California privacy regulations. |
Compliance page references GDPR and CCPA readiness. | |
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Audit Logging Detailed logs for compliance and forensics. |
Audit logs available for every action; downloadable for forensics. | |
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Single Sign-On (SSO) Support Integrates with corporate identity providers. |
Supports SAML 2.0 and OIDC for enterprise SSO. | |
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Data Retention Policies Customizable schedules for retention and deletion. |
Retention schedules configurable per data type in admin policy settings. | |
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Security Certification Level Industry certifications (e.g. ISO 27001, SOC 2) held by the platform. |
Holds SOC 2 Type II and ISO 27001 certification per trust page. | |
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PHI/PII Masking Automatically masks personally identifiable or health information in interactions. |
Sensitive fields like card/PPI data can be automatically masked or redacted. |
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Concurrent User Limit Maximum number of simultaneous agent logins supported. |
No information available | |
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Uptime SLA Guaranteed system uptime as a percentage. |
No information available | |
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Disaster Recovery Capabilities Rapid recovery from technical failures or outages. |
Active/active architecture with automated failover described in tech overview. | |
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Geographic Redundancy Data and service distribution across multiple regions/data centers. |
Data centers in multiple geographic regions for redundancy. | |
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Auto-Scaling Automatically adds capacity during traffic spikes. |
Kubernetes-based micro-service platform auto-scales during volume spikes. | |
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Peak Load Handling Maximum volume of interactions supported per hour during spikes. |
No information available | |
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Maintenance Notification System Alerts users to planned downtime or upgrades. |
Advanced notice banners and email alerts for any planned maintenance. |
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